Robinson Bradshaw, a 130-attorney law firm headquartered in Charlotte, is currently searching for an individual to perform advanced technical user support duties. This position requires a self-starter who can function independently and is extremely organized. We require a “white glove” customer service attitude towards all including attorneys, paralegals, managers and assistants while providing a high level of technical and client service supporting the software and hardware needs of our firm employees. Must provide guidance for appropriate use of our systems and develop technical solutions, including answering help desk calls, tracking requests for support in a ticketing system, and resolving or escalating support calls. Must be able to perform complex tasks and training while working independently and with a minimum of supervisory assistance. The firm offers an unparalleled opportunity to work with top-notch talent, a competitive and comprehensive compensation package, growth opportunities and continuous training opportunities.
This position requires 5+ years of specific experience (preferably in a legal environment) and is full-time, non-exempt and reports to the Director of IT. The primary functions of User Support Specialist Level 2:
Respond to Help Desk calls and resolve user problems or questions in a timely manner for advanced legal technology issues including MS Word, Excel and Outlook; escalate to other IT or firm resources when necessary
Record and track support incidents
Support audio/visual resources in 24 conference rooms
Effectively communicate software resolutions to end users in person, on the telephone or via remote PC access to make adjustments to computer software and hardware environment as necessary
Install, configure and troubleshoot different software installations including, Microsoft operating systems (Windows 7), Microsoft Office products (2010) and other software products as needed
Provide after-hours emergency support on a weekly rotational basis with other support staff
Support of mobile technology deployed by the firm
Advanced working knowledge of legal specific software helpful such as MacPac and DocX, as well as DM, iManage, Sharepoint, Contact Manager and Elite.
User training on computer usage and various firm software applications
Have 5+ years of prior work experience in a user support environment; experience with legal processes, terminology, and procedures very helpful.
Ability to proofread for grammatical, spelling and typographical errors in all communications.
Advanced skills for supporting legal technology, including:
MS Word 2010
MS Outlook 2010
MS Excel 2010
MS PowerPoint 2010
Adobe; Power PDF Advanced
Exceptional interpersonal skills necessary to work effectively with people at all levels
Resourceful and solution-oriented for innovative ways to solve workflow and user problems
Highly organized with ability to learn new software rapidly
Strong conceptual knowledge of software and hardware configurations and software applications
Demonstrated ability to effectively use PC-based word processing, on-line technology, database, presentation, document management, intranet, extranet and spreadsheet software currently in use
Exceptional oral and written communication skills as necessary to translate complex technical information to non-technical employees
Familiarity with request and completion tracking in service management software
Ability to work effectively with little supervision in an atmosphere of multiple projects, shifting priorities, and deadline pressure
Excellent analytical skills, including the ability to compile, review, and determine logical conclusions or recommendations based on data and information, which widely varies in content and format
Microsoft Office Specialist certifications in Word, Excel and Outlook and law firm experience preferred
College degree with substantial coursework in information systems or equivalent experience.
Minimum 3 years of experience in a structured employee service technology position including two years of hands-on support and PC hardware, operating system, and software support.
Advanced experience with Microsoft Windows 7 and Microsoft Office 2010.
Experience with remote access technologies and mobile devices
Our administrative staff ensures that we provide the critical support our lawyers need to service our clients. We accomplish this by bringing together employees who facilitate the quality of work and level of service for which Robinson Bradshaw is known through teamwork, competency and an ever-evolving learning environment.